Leverage validated learning to drive customer experience and optimize your organization’s efforts on an ongoing basis.
Our cross-discipline team is uniquely suited to help accelerate your team’s digital, product management, and tech-related efforts, while addressing the roadblocks to service delivery which naturally occur across business units. Our suite of solutions have been honed to address these issues, and we continually refine our processes as we learn more from our engagements and the users we serve on behalf of our customers.
In other words, we practice what we preach: continuous improvement, validated learning, and iteration, every step of the way.
Validate at each stage
Strategy and planning
Our strategy and planning processes are driven by market research and stakeholder alignment to validate market needs and consumer perception of proposed solutions.
Design and development
Design and development phases are lead by design, tech, and product best practices, stakeholder reviews, and opportunities to connect with current and prospective users to align with their needs.
For existing digital initiatives, analytics, behavioural tracking, and ongoing user testing provide a foundation of understanding of how the customer experience is being shaped to drive engagement and retention.
Iterate to deliver increasing value
Validated learning helps us pinpoint where we can focus efforts to improve customer experience and service delivery on an ongoing basis.
At the earlier strategy and marketing plan phases, feedback loops driven by the various validation methods noted above mean that we can confidently hone concepts and structure digital initiatives that meet market needs. This reduces the costs and risks that inevitably come from a less human-centric, more engineering-led process.
Digital initiatives allow us to learn from every click. With the right analytics and behavioural tracking in place, every user becomes an opportunity to learn how to deliver more value more efficiently.
The benefit of digital is that you can learn from every click.
Through these validated learning tactics and additional user testing methods, market awareness, and alignment with other key departments across the organizations such as marketing, sales, and support, we can identify the roadblocks to increased engagement and retention. With that, we can also identify new opportunities to deliver exceptional customer experience.
We capture these opportunities by aligning resources to make the most impactful refinements to strategy, product, and process on an ongoing basis. This iterative process means that we’re continually working together to increase conversions, drive engagement, and make sure the team is working optimally towards meeting user needs and business goals.
Learning from users
There’s no clearer path to continuous improvement than connecting directly with customers. Whether you’re investigating a new market opportunity or have been serving customers for years, your path to optimization of your digital ecosystem and team’s efforts is best shaped with user feedback.
There are many tactics in our toolbox for drawing key insights out of users during strategy and planning, design and development, and ongoing optimization.
For further reading, here’s our framework for usability testing, which is an essential component of delivering increasing value across a digital ecosystem.
An effective usability testing methodology helps you identify what’s working and what is limiting engagement across your digital ecosystem, ultimately making informed decisions on how to improve your digital ecosystem. We use a three-step process—Plan, Test, Analyze—to focus your team on the most impactful optimization efforts.
As continuous learning takes place across all the key stages of planning and executing your digital strategy, we have a suite of solutions which employ various techniques for validated learning and iteration. We couple this with a collaborative approach to process and knowledge transfer that helps bring continuous learning practices to your organization, enabling your team to uncover new efficiencies and opportunities on an ongoing basis.